Frequently Asked Questions | Western Union Guinea (2024)

Your money will be available within minutes ¹ for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country ^1,2:

¹Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional restrictions may apply.

²The money will be released only if the payment is received between 9:00 a.m. and 3:30 p.m. during the bank’s working days; Any transfers done outside that timeframe will be only released on the next working day.

You can pay with a bank transfer from a bank account issued in Guinea.

• Please keep in mind that Orabank should validate the ownership of the account funding the money transfer.

If you wish to find out more about options to fund your online money transfer, please call our Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

If you want to send money via bank transfer, you will need to move the funds directly to an Orabank account. To do this, please follow these simple steps:

A bank code could be called:

1. Select the bank transfer payment option. Please check your account details before starting your transfer.
2. Enter your sender’s information and confirm your transfer.
3. Write down the transfer reference number displayed on WU.com and Orabank account to which you need to transfer the funds.
4. Once you have completed this process, you will need to send the complete amount, including the transfer fees and the taxes, by electronic transfer from your online banking to Orabank’s account. Please do not forget to mention the transfer reference number in the remarks column before you complete the funds transfer from your account.

*Please note that your money will not be available to your receiver, unless you complete the electronic transfer to the correct Orabank account, with the exact amount plus the fees and the taxes, and the correct transfer reference number. Any money transfer will be cancelled if we do not receive the funds within 7 days.

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected by the receiver in the destination country.

If you wish to cancel your money transfer, please call our Western Union Customer Care number at +224627270322, or send an email to ogn.wu.support@orabank.net

Once you have successfully registered online, you will be asked to visit the nearest Orabank verification location and verify your identity in-person. Please note that you will need to provide one of the following IDs (same used for online registration):

• Valid passport
• National ID issued in Guinea
• Consular Biometric Card issued in one of the following countries: Benin, Mali, Togo, Niger, Burkina Faso, Guinea Bissau, Senegal, Ivory Coast, Guinea, Liberia, Sierra Leone, Gambia, Ghana, Nigeria

Yes, Western Union® mobile app is available for Android.

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With Western Union® app you can:

• Send money: Verified users can proceed to mobile money transfers using their online log in details. If you are a new user, you can register directly on the app or at wu.com.
• Calculate fees and rates: Get up-to-date exchange rates and compare fees* for Western Union® services.
• Track a transfer: Find out the status of your transfers wit Western Union® tracking app feature
• Find an agent location: Get the locations for thousands of Western Union’s agents around the globe.

* Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

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There’s no fee to download the app or to access the app from your mobile phone. But mobile phone data access and calling charges may apply. Please contact your mobile phone network provider for details.

Please note that Western Union® money transfer fees* will apply if you send money using the mobile app.

* Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

You can download Western Union® mobile app from the App Store for Google Play for Android devices.

Customers that have been already verified can use their existing log in details to send money with the Western Union® mobile app.

New customers can register directly on the app in just a few minutes. You will need to verify your phone number and will need to present one of the following types of IDs at an Orabank location:

• Valid passport
• National ID issued in Guinea
• Consular biometric card issued in one of the following countries: Benin, Mali, Togo, Niger, Burkina Faso, Guinea Bissau, Senegal, Ivory Coast, Guinea, Liberia, Sierra Leone, Gambia, Ghana, Nigeria

Learn more about sending money online.

Simply use your existing online log in. New customers can register directly on the app or register for free online on wu.com.

Find out more about the Western Union® app, or if you have questions that are not answered here, please contact us or read our FAQ.

Yes, the Western Union "direct to bank account" service is an easy and convenient way to send funds directly to a receiver’s bank account in select countries.

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Select our Direct to Bank Account country information tool to see which countries have this service available. There you’ll find all the necessary information to complete a transfer directly to a bank account; for example, you can find out how long will it takes for the money to be available into your receiver’s bank account depending on the destination country.

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Just choose sending to a Bank Account when you send money online or at an agent location. You’ll need to provide the receiver’s bank account information. The requirements change from country to country, but usually include:

• Your receiver’s bank name and code
• The account’s name and number

Select our Direct to Bank Account country information tool to see which countries have this service available and what will you need.

A bank code is a series of numbers used to identify banks around the world. They can have between 3 and 23 digits depending on the bank and the country.

A bank code could be called:

• BSB
• SWIFT Code
• BIC (Bank Identification Code)
• CHIPS (Clearing House Inter-Bank Payment System) – US and Canada only
• NCC (National Clearing Code)
• BSC (Bank Sort Code)
• IFSC (Indian Financial System Code)

For some countries you may need an International Bank Account Number (IBAN) in addition to the bank code.

Ask your receiver for the bank code and IBAN (if applicable). You can refer to our Direct to Bank Account country information to see what details are required for each country.

A Bank Identification Code (BIC) is used to identify banks worldwide. BIC is the same as a SWIFT code, and it will be 8 or 11 digits long.

Ask your receiver if BIC is required in their country—you can check our Direct to Bank Account country information for more details.

An International Bank Account Number (IBAN) is a code used in some countries to identify a customer’s bank account. The IBAN has a letter to identify the country followed by 2 digits, and then up to 35 characters for the bank account number. Some countries require that payment sent from Australia must include the IBAN.

You can refer to our Direct to Bank Account country information to see what details are needed for each country. Ask your receiver for the IBAN if it’s required.

They are our representatives who will help you send or receive money, they can be banks, post offices, supermarkets, grocery stores, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

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You can easily locate a Western Union agent location online, just use our agent locator.

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The first step is to locate the nearest agent location (find it in our agent locator online), then you should give your receiver’s details to the agent. Once all the information is entered, you will be asked to give the total amount including the service fees. The transfer will be completed after this and the money available in minutes to your receiver. Don’t forget to get the tracking number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

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For money pickups at a Western Union agent location, your receiver must present one of the following types of IDs:

• Valid passport
• National ID issued in Guinea
• Driver’s license with photo

Acceptable IDs are subject to the rules and regulations of the Central Bank of Guinea.

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You can check your transfer status online. All you need is your name and the tracking number (MTCN – Tracking number) printed on your receipt. Or you can call our Western Union Customer Care number at +224627270322, or send an email to ogn.wu.support@orabank.net

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You can check your transfer status online. All you need is the sender's name and the tracking number (MTCN – Tracking number) printed on the sender's receipt.

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Each Western Union agent location has its own hours of operation. Some have extended hours and some even stay open 24/7.
Find a nearby Western Union agent location.

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You can pick up your money at any Western Union’s agent location. You'll need to provide the following information:

• Your name
• The tracking number (MTCN)
• Amount expected
• Sender's full name
• Country the money came from
• A valid ID

Some restrictions may apply.

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Money transfers will generally be paid in cash, but some agents will pay by cheque or a combination of cash and cheque. The receiver may choose other ways to receive funds. Other restrictions may apply. Please visit or call the nearest Western Union agent location to get more information about restrictions.

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All fees are paid by the sender. Receiving money is free of charge unless the receiver chooses to get the money in a different currency, directly to a device or a bank account at the moment of pickup.

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Registration is required for most of our services. After you register on wu.com and verify your identity at the nearest Orabank branch, sending money can be done in minutes.

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No, it’s free of charge.

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Anyone who meets the following requirements can register and start sending money online.

• Must have a valid passport, a national ID issued in Guinea or a consular biometric card issued in one of the following countries: Benin, Mali, Togo, Niger, Burkina Faso, Guinea Bissau, Senegal, Ivory Coast, Guinea, Liberia, Sierra Leone, Gambia, Ghana, Nigeria.
• Must be of at least 18 years old.
• Must accept our Terms and Conditions.
• Must have a valid phone number.
• Must have a bank account issued in Guinea, or a Guinea-issued debit or Orabank issued prepaid card.

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Registration with a valid ID and a phone number is possible only once.

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You can change or update your WU Profile information from the “Profile Overview” tab after you log in to wu.com.

After your identity is verified you cannot change your name, last name, date of birth, nationality, ID number and mobile number. If you require to change this information after your identity is verified, please contact Western Union Customer Care number at +224627270322 or send an email to ogn.wu.support@orabank.net

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Yes, before making your first online transfer, you will need to verify your profile:

First, fill in the online registration form and provide the following information:

• Mobile phone number
• Password
• Full name
• Country and date of birth
• Full address
• Email address
• ID details (if an expired ID is detected, you will be asked to provide a new one)
• Security question

Once you have successfully registered online, you will be asked to visit the nearest Orabank branch and verify your identity in person.

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After you present a valid ID at the nearest Orabank branch, you will receive a confirmation by email. If you need to send money before your verification is completed, please visit a Western Union agent location.

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To find the nearest Orabank branch to get verified in person, you can check the ID verification location list.

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Consumer protection

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.

Below are some frequently asked questions about fraud. For more information, please visit the fraud awareness section.

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

• For an emergency situation you haven’t confirmed.
• For an online purchase.
• For anti‐virus protection.
• For a deposit or payment on a rental property.
• To claim lottery or prize winnings.
• To pay taxes.
• For a donation to charity.
• For a mystery shopping assignment.
• For a job opportunity.
• For a credit card or loan fee.
• To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circ*mstances.

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In some countries, senders are asked to provide a ‘Test Question’ and its answer when they initiate the transfer. In cases where a ‘Test Question’ was provided by the sender, the receiver may be required to give the answer when picking up the funds. The 'Test Question' feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we'll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Guinea.

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